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General Description of the Job Class

The Program Specialist provides broad administrative and operational support across DUHS Learning Operations enterprise programs. The position keeps enterprise learning programs running on cadence: session setup and live event support, materials and logistics, participant communications, learner inquiries, and program reporting.

Roster construction, attendance reconciliation, and routine participant communications run through the department's AI enabled systems. This position operates those systems: preparing and validating inputs, reviewing generated output before it is used or sent, resolving flagged exceptions, and improving the workflows over time.

Initial focus is Day1@Duke and DUHS Leader Orientation, extending to additional enterprise programs as they come online.

 Duties and Responsibilities

Percentage allocations are approximate and shift between orientation and non-orientation weeks.

40%  Session Operations and Live Event Support

Set up and support enterprise learning sessions in person and virtually. For in-person sessions: room and table setup, participant check-in, printed materials and name badges, catering orders, and on-site troubleshooting through the session. For virtual sessions: platform setup including rooms and pre-registration files, deck variables, speaker checks, run of show, polls, Q&A moderation, and live technical triage.

15%  AI-Assisted Roster, Attendance, and Communications Operations

Run the automated roster and attendance workflow through the department's AI assistant. Prepare and verify source inputs, including HR system exports and entity splits, so the automation operates on accurate data. Review generated rosters, attendance reconciliations, and drafted participant communications for accuracy and tone before they are used or sent. Manage invitation, reminder, and reschedule cycles through the automated process.

Work the exception queue the automation produces. Route individual participation cases and attendance exceptions to the Program Manager for case-by-case handling rather than resolving them independently or allowing an automated communication to go to that group.

20%  Learner Support, Program Inbox, and Escalation

Monitor and respond to the program inbox and participant inquiries, using AI-assisted drafting where appropriate and applying judgment on what requires a personal response. Provide help desk support during and around sessions. Track issues to resolution and escalate items requiring a program or policy decision to the Program Manager.

10%  Content Quality Assurance, SOPs, and Records

Perform routine quality checks on program content and information across the LMS, SharePoint, and related sites. Maintain the error log, keep standard operating procedures current as automated workflows change, and maintain program records and documentation.